Help Desk Lead – Secret

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Job Description:

  • Provide daily supervision, direction, and guidance to contract personnel responsible for remote-access user support and training.
  • Organize, direct, and monitor the work of qualified personnel to ensure efficient and effective help desk coverage and support operations.
  • Schedule personnel rotations to maintain appropriate staffing levels.
  • Collaborate with cross-functional teams to resolve user issues and provide timely solutions.
  • Develop and implement standard operating procedures (SOPs) for the help desk team.
  • Conduct regular performance evaluations and provide feedback to the team members.
  • Ensure compliance with service level agreements (SLAs) and key performance indicators (KPIs).
  • Identify training needs and coordinate training sessions for help desk staff.
  • Stay updated with the latest trends and technologies in help desk management and support.

Requirements:

  • US Citizen, Secret Clearance.
  • Minimum of three (3) years DoD experience supporting and managing large, complex DoD ERP/accounting systems utilizing DAI and Oracle Federal Financials.
  • Minimum of three (3) years managing DAI Helpdesk Tier 1 technical and financial operations.
  • Strong knowledge and experience with Oracle Federal Financials modules, including Budget to Report, Cost Accounting, Procure to Pay, Oracle Time and Labor, OBIEE, User Management (UMX), and Order to Cash.
  • Excellent leadership and managerial skills with the ability to supervise and motivate a team effectively.
  • Proven experience in providing remote-access user support and training.
  • Ability to prioritize tasks and work under pressure in a fast-paced environment.
  • Exceptional problem-solving and analytical abilities.
  • Excellent verbal and written communication skills.
  • Relevant certifications in Oracle ERP.

Benefits:

  • Family Health Care (54% cost covered for the entire family)
  • Family Dental (54% cost covered for the entire family)
  • Family Vision (54% cost covered for the entire family)
  • Flexible Spending Account
  • Overutilization bonuses for Time and Materials (T&M) contracts
  • Lifetime Event Bonuses (e.g., child, marriage)
  • Profit-sharing arrangement for any work brought into the company
  • Unlimited Leave with Approval
  • 401k 100% employer match on first 4% invested
  • $1,000 training budget
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